Customer Support Specialist, Tier 2

Shopify is hiring a Customer Support Specialist, Tier 2 to join our fully remote team in the United States. As a Customer Support Specialist, Tier 2, you'll help customers succeed and resolve issues with empathy. This is a full-time, work-from-home role open to candidates across the US (Remote — US (West Coast)). About the role You'll help customers succeed and resolve issues with empathy, partnering with a friendly, distributed team across US time zones. We care about outcomes over hours and give you the autonomy, tools, and support to do your best work from home. What you'll do: • Troubleshoot and resolve product issues • Respond to customer questions via chat, email, and tickets • Document solutions and improve help content • Escalate bugs and feedback to product teams • Maintain high customer satisfaction scores What we offer: • 401(k) retirement plan with company match • Flexible working hours across US time zones • Home office and wellness stipends • Paid parental leave • 100% remote, work-from-anywhere-in-the-US culture How we work We're remote-first and async-friendly. Expect clear documentation, regular feedback, supportive teammates, and real opportunities to grow your career. Shopify is proud to be an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for everyone.

Minimum qualifications: • 2+ years of relevant experience • Comfort with support tools (Zendesk, Intercom) • Empathy and patience • Reliable home internet and a quiet workspace • Ability to learn products quickly Nice to have: • Comfort communicating clearly and proactively in writing • Familiarity with modern collaboration tools (Slack, Notion, Linear)